Complete IT Support

Computers and networks have problems. Ever since there have been computers, there have been problems. With Complete IT Support, the problems are now our problems.

The great thing is Complete IT Support is really what it is. We provide our partners with a family like care, from proactively monitoring your businesses network for undiscovered problems or simply answering a question about your IT.

Inclusions

IT Support from your own small, dedicated team

Optional payment terms, monthly payment option

Speak with your team instantly on their number

Standard support 6 AM – 5 PM with 24×7 Coverage

We will assign a service leader to your business who will quickly build an understanding of your business, meet your people and integrate with your organisation as your virtual IT department. The service leader will provide the rest of the team with all the necessary details to provide service and support.

You’ll have your own IT Team

Your IT support team will be ready and waiting to help you between 6 AM and 5 PM Monday to Friday, with after-hours response up until 11 PM. We also keep your business operational on weekends with phone support, remote IT support services all day Saturday & Sunday and provide 24×7 coverage for critical infrastructure issues.

Service Leader

Support Engineers trained in your businesses specific needs

We provide a dedicated support number that goes directly to your IT support team, and the person who answers knows how to help you. We hope that your staff will know our Support Engineers names as you will always deal with the Engineers who know your systems best.

Personalised training

Implementing new systems or performing upgrades often results in new processes to complete daily tasks. We can assist you with easy and friendly training to make sure everyone is up to speed and technology.

Support steps

Service request is reviewed

A team member is assigned

The issue is fixed

Team member documents the fix, if required adds the steps to our knowledge base

Clear service level agreements

Your managed IT services team gels with your business processes seamlessly to save you and your staff time. With clear processes for everything we do for your business, rest easy knowing that we are looking after your business. Your Technical Client Manager is actively involved in all your requests, from when a ticket is opened, to reviewing tickets when they are closed. Your dedicated IT support team also becomes the point of contact for software, phone & internet providers, so you don’t have to waste time dealing with them.

How do you get help from us?

We want to make it easy to get in-touch with us, we have developed three touch points that we believe have you covered when the time comes for contacting our team for help.

Support Portal

Your first point of contact with Trucell Helpdesk team is to create a ticket in our portal. An engineer will be assigned to work on the issue with you and the ticket will keep track of the issue. Trucell Support Portal

Email Support

Please don’t hesitate to email our team using support@trucell.com.au Our system is automated to respond with a ticket number and assign the next available support representative.

Phone Support

If you have an urgent request that is impacting your business and cannot create a service ticket using the Trucell Service Portal please call our team on 1800 316 529

Meet our technical support team

Take a moment to get to know our key support people. You will see them in your business helping your staff and performing maintenance on your equipment, please hesitate to ask them any questions you might have about your business and how your IT is performing.

Van Hoang

James Gould

Brodie Hamdorf

Jason Mead

Proactive Support

We monitor your business 24x7.

Do wait for your staff to find an IT issue, from just checking for errors in Windows Log to running a check on the state of your hard disk we are able to check your systems for the most common of issues that could cause an outage in your business.